SERVICE CALL DATA SELECTION AND DELIVERY METHOD AND SYSTEM

• US 20090094091A1
• Filed: 10/05/2007
• Published: 04/09/2009
• Est. Priority Date: 10/05/2007
• Status: Abandoned Application

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Valentino, John Anthony, Rublee, Darrell Lynn, Bullen, James Gregg, Gunther, Robert Allen, Gaylord, Connie Treese, Nielsen, Carl Gerald, Thieret, Tracy Eugene
• Application Number:
  US11/868,212
• Publication Number:
  US 20090094091A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method of dispatching a service call for an electromechanical device, such as a document production device, is disclosed. The method includes receiving, by a dispatching server, a communication requesting service on a first document production device. The communication includes a unique identifier corresponding to the first device. A data server stores operational history data for a multiple document production devices, and the dispatching server accesses the operational history data in the data server to retrieve service data for the first device. The dispatching service sends a service order message to a customer service representative mobile communication device. The service order message includes a location identifier for the first device, operator contact information for the first device, and the service data.

Claims

1. A method of dispatching a service call for a document production device, comprising:

receiving, by a dispatching server, a communication requesting service on a first document production device, wherein the communication includes a unique identifier corresponding to the first device;

accessing a data server which stores operational history data for a plurality of document production devices;

retrieving, from the operational history data in the data server, service data for the first device; and

dispatching, to a customer service representative mobile communication device, a service order message, the service order message comprising a location identifier for the first device, operator contact information for the first device, and the service data.

2. The method of claim 1, wherein the accessing comprises running, by the dispatching server, a script to command the data server to send the service data to the dispatching server.

3. The method of claim 2, wherein the service data comprises a set of recent fault codes for the first device, and the accessing comprises commanding the data server to select, from the operational history data, the set of recent fault codes for the first device.

4. The method of claim 2, wherein the service data comprises a current software version for each of a plurality of components of the first device, and the accessing comprises commanding the data server to select, from the operational history data, the current software versions.

5. The method of claim 2, wherein the service data comprises a current configuration for each of a plurality of components of the first device, and the accessing comprises commanding the data server to select, from the operational history data, the current configurations.

6. The method of claim 2, wherein the service data comprises an indication of whether routine maintenance is due for each of a plurality of consumable components of the first device, and the accessing comprises commanding the data server to select, from the operational history data, the indications.

7. The method of claim 1, further comprising:

contacting, by an operator of the mobile communication device, an operator of the document production device to provide the service from a remote location.

8. The method of claim 1, wherein the service order message comprises a plurality of alerts, and the dispatching comprises:

sending, in a first alert;

a location identifier for the first device and operator contact information for the first device; and

sending, in a second alert, the service data, wherein the second alert is presented in a format that is common to all service data alerts and which is distinguishable from non-service data alerts.

9. The method of claim 1, wherein the service order message comprises an encoded file containing the service data and corresponding codes that enable a third party to reformat the service data for delivery to a plurality of mobile communication device types.

10. The method of claim 1, wherein the dispatching comprises including the service data in the service order message without manipulating values received from the data server.

11. The method of claim 1, further comprising, before the receiving:

accepting, by a call center, a service call from an operator of the document production device;

attempting, by the call center, to resolve the service call; and

only performing the dispatching if the call center is unable to resolve the service call.

12. A method of dispatching an electromechanical device service call, comprising:

receiving, by a dispatching server, a communication requesting service on a first electromechanical device, wherein the communication includes a unique identifier corresponding to the first device;

accessing a data server which stores operational history data for a plurality of electromechanical devices to select a set of recent fault codes for the first device and a current software version for the first device;

dispatching, to a customer service representative mobile communication device, a service order message, the service order message comprising a location identifier for the first device, operator contact information for the first device, the selected set of recent fault codes for the first device, and the current software version for the first device.

13. The method of claim 12, wherein:

the accessing further comprises selecting a configuration for each of a plurality of components of the first device, and

the service order message further comprises the selected configurations.

14. The method of claim 12, wherein:

the accessing further comprises selecting an indication of whether routine maintenance is due for each of a plurality of consumable components of the first device, and the service order message further comprises the selected indications.

15. The method of claim 12, further comprising:

contacting, by an operator of the mobile communication device using data from the service order message, an operator of the document production device to provide the service from a remote location.

16. The method of claim 12, wherein the service order message comprises a plurality of alerts, and the dispatching comprises:

sending, in a first alert;

a location identifier for the first device and operator contact information for the first device; and

sending, in a second alert, the service data, wherein the second alert is presented in a format that is common to other service data alerts and which is distinguishable from non-service data alerts.

17. The method of claim 12, wherein the service order message comprises an encoded file containing the service data and corresponding codes that enable a third party to reformat the service data for delivery to a plurality of mobile communication device types.

18. The method of claim 12, wherein the dispatching comprises including the service data in the service order message without manipulating values received from the data server.

19. The method of claim 12, further comprising:

accepting, by a call center, a service call from an operator of the document production device;

attempting, by the call center, to resolve the service call;

selecting, based on the location identifier of the first device and a detected location of the customer service representative mobile communication device, the customer service representative mobile communication device, and

only performing the dispatching if the call center is unable to resolve the service call.

20. A document processing device service dispatching system, comprising:

a call center that receives service calls from a plurality of document processing device operators;

a data server that stores operational history data for a plurality of document processing devices;

a dispatching server that in response to a command from the call center;

obtains operational history data for a document processing device from the data server,

generates a service order message containing the operational history data, a location identifier for the device, and operator contact information for the device, and

sends a service order message to a service technician mobile device.